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By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Alternatively, dissect averagehandletime for your agents’ phone conversations.
According to Forbes “call center metrics are a vital source of truth when it comes to finding answers to important questions such as “Are your customers happy?”, “Are you providing better support and service than your competitors?”, and “Do you have the right people and technology in the right places?”
MaestroQA also offers a logic/keyword-based rules engine for classifying customer interactions based on other factors such as timing or process steps including metrics like AverageHandleTime (AHT), compliance or process checks, and SLA adherence. Success metrics The early results have been remarkable.
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